Information and Referral Coordinator

Reports To: Director of Visitor Services

Classification: Full-time | Exempt

Salary & Benefits: $62,500 to $65,000. The Center offers a comprehensive benefits package that includes medical, dental, vision, 401K with an employer contribution, voluntary life and LTD insurance, paid parental, family care and gender affirming healthcare leave. We also offer a generous paid time off policy.

Schedule: Hours will include weekdays, evenings, weekends, and holiday shifts. Schedule flexibility is a must. The weekly schedule will be: Saturday & Sunday 10-6 pm, Monday, Thursday, Friday 12-8 pm.

Summary: The Information & Referral (I&R) Coordinator oversees the day-to-day operations of The Center’s front desk and public spaces and supervises the Information and Referral team. As an integral part of the Building Operations team, the Coordinator will contribute to the community member experience and liaison across The Center to ensure the I&R department is up-to-date regarding The Center’s programs, services, and events.

Essential Duties and Responsibilities:

• Oversee the day-to-day operation of The Center’s front desk and public spaces, ensuring a warm, welcoming, and safe environment at all times.
• Work with the I&R team to greet all Center visitors and staff, answer questions, provide referrals, troubleshoot challenges, maintain a safe space, investigate scenarios that may compromise the safety of the space, and resolve challenges through de-escalation and restorative practices.
• Schedule and facilitate the I&R team meetings, collaborating with the Director of VIsitor Services (DVS) as needed.
• Coordinate scheduling of the I&R staffand act as an emergency backup for the front desk.
• Contribute to the hiring and training of new I&R Specialists and Community Safety Specialists.
• Serve as the first point of contact for any escalated visitor complaints, issues, or questions, especially on weekends. Take appropriate action where necessary in regard to access or safety issues in consultation with the DVS, Senior Director of Building Operations (SDBO), and Chief Operating Officer (COO) when necessary.
• Serve as a visitor advocate, proactively identifying, improving, addressing, and/or solving issues that will lead to increased user satisfaction and engagement, with a focus on racial equity.
• Make recommendations to improve Center policies to increase community engagement, especially through an equity lens/restorative justice perspective.
• Prepare and proofread Incident Reports and distribute them to appropriate staff; train I&R Specialists on incident reporting.
• Approve I&R Specialist and Community Safety Specialist weekly timesheets, both internally and with external agencies.
• Create and maintain I&R Daily Log, including Call Log, Requests Log, and Lost & Found.
• Make recommendations about program training for the I&R department.
• Maintain literature racks and bulletin boards, ensuring printed materials are available in a timely manner.
• Respond to all informational requests via email and USPS.
• Update and maintain I&R referral guides.
• Ensure I&R spaces are kept organized and supplies are stocked for the desk, including cabinets, closets, and printers.
• Collaborate with the Facilities Manager on drills, department operations, and other related safety issues.
• Collaborate with the DVS and SDBO on community safety planning and coverage for Center events, acting as onsite contact for outside security companies.
• Other duties as assigned.

Position Requirements:

• High school diploma, GED, or equivalent work experience.
• Two (2) to four (4) years of relevant experience working directly with vulnerable populations. Examples include, but are not limited to: working with youth, those experiencing housing insecurity, those struggling with substance use or in recovery, people with mental health and/or physical health conditions).
• Ability to work nontraditional hours in a community center/public service setting; availability to include working evening, weekend, and sometimes holiday shifts. Schedule flexibility is a must.
• Excellent customer service and interpersonal skills.
• Prior supervision experience, a plus.
• Prior customer service experience required.
• Demonstrated experience in conflict management/de-escalation required.
• Ability to adapt to circumstances in a sometimes high-pressure environment and demonstrate sound judgment and critical thinking skills required.
• Bilingual in Spanish, a plus.
• F01 and 8-hour Security certifications required or within 90 days of hire.
• Confident acting as a mentor to staff, providing ongoing on-the-floor training and facilitating team meetings.
• Excellent verbal and written communication skills.
• Demonstrated ability to work with individuals of diverse races, identities, ethnicities, ages, gender identity and sexual orientations in a social justice-driven environment.
• Understanding of, and commitment to, undoing structural and institutional racism and bias and the spectrum of gender identity and bias. Consideration of the impacts and outcomes in decision-making processes and on underserved and historically oppressed communities.
• A strong commitment to social justice and the mission of The Lesbian, Gay, Bisexual and Transgender Community Center.

The Center’s Commitment to Equity & Inclusivity:

The Center was born of community activism in response to the AIDS epidemic, ensuring a place for LGBTQ people to access information, care, and support that they were not receiving elsewhere. We opened in 1983 to help people who had doors constantly closed in their faces, ostracized by family, friends, and shunned by the general society. Since that time, we have continually provided a wide array of services and programs to serve our community, with an intentional focus on providing support to those who are most vulnerable. We have always taken great care to be a space that responds to community need; engaging in diversity, equity and inclusion work is another outgrowth of those ongoing efforts. We recognize that in order to help LGBTQ individuals and our diverse community achieve parity in health, justice, opportunity and success outcomes, our organization must hold a strong foundation and competency in, as well as invest organizational focus on, equity and inclusion frameworks, practices and policies. This is also true in our hiring and retention of staff.

The Center is an Equal Opportunity Employer.